Having a claim can be a stressful experience. As part of our commitment to you, we want to make sure you always understand the steps taken during the claims process and how they may affect you. The following is a brief overview of the claim process.
Once you have reported your claim and coverage for damage to your vehicle is verified, arrangements will be made to have a licensed appraiser inspect your vehicle. This initial process can take several days. The appraiser will write an appraisal of the accident related damage.
After the vehicle has been inspected by the licensed appraiser and it is considered to be repairable, the appraiser will mail you a copy of the written appraisal of damages. If your vehicle is not repairable, it will be considered a "total loss." If your vehicle is declared a total loss, the adjuster will contact you to discuss the settlement process.
If the vehicle is repairable the adjuster will review what coverage is available for your claim and if the amount of the appraised damage to the vehicle is subject to a deductible. Whether a deductible applies or not is determined by the liability of the parties involved in the accident and/or the type of coverage the claim is being made under.
When you receive the appraisal of damage from the licensed appraiser, you may choose to begin repairs at that point. However, the initial appraisal of damage is not a guarantee of payment. That is because the amount of the payment may be reduced by the amount of your chosen deductible or for damage on the appraisal that is not related to this loss. The Physical Damage Adjuster will determine the fault of the parties involved in the accident and the coverage that applies
Along with your appraisal of damages, the insurance company will provide you with a list of all Massachusetts' registered repair shops in your area. You are free to select any repair shop of your choice to perform the repairs.
The carrier may also provide a list of their preferred repair shops. Below we have outlined the benefits of choosing one of your company’s preferred repair shops:
The quality of the work performed by these shops is backed up by the insurance company
The Insurance Company will step in and deal directly with the repair shop for any issues necessary to expedite timely repairs and intervene if you are not satisfied with the work completed on your automobile.
Some registered shops may not agree to do the work for the prevailing labor rate in Massachusetts. Preferred repair shops have agreed to do the work for the prevailing labor rate. This means no additional costs to you. Choosing a non-preferred repair shop means you could be responsible for any additional costs.
If additional accident related damage is found during the repairs, the repair facility will contact the appraiser directly.
If you have rental coverage on your policy, the adjuster will advise you of your coverage limits, along with an estimate of the repair days or hours needed which will determine the length of the rental period. If supplemental repairs are needed and approved by the adjuster, the estimate of repair days and rental length will be adjusted accordingly.
Please note that claim checks are made payable to you unless you have a lien holder, in which case the lien holder will also be listed. If your lien holder is listed on the draft, please be sure to contact them to find out their requirements to have the check endorsed over to you. If you no longer have a lien on the vehicle and have not sent us a photocopy of your title, please send us a copy. This will help us to have the claim check issued correctly.
